Nursing Facility Provider Training · • Nursing Facilities and their Superior residents will be assigned the same Superior Service Coordinator. • Service Coordinators participate

SHP_2014848C

Nursing Facility Provider Training

Beginning March 1, 2015, Nursing Facilities services will be a statewide covered benefit of the STAR+PLUS program managed by Superior HealthPlan. The following will apply:

DADS will:• Maintain nursing facility licensing and certification responsibilities• Maintain the Minimum Data Set (MDS) function• Continue Trust Fund Monitoring• Continue its Regulatory Services Division

Nursing Facilities will:• Complete and submit the MDS forms• Complete and transmit the 3618s and 3619s

Superior will:• Contract directly with the Nursing Facility• Authorize add-on services • Process claims for reimbursement

Nursing Facility Services

By the end of this presentation, you will be able to:

• Identify who Superior HealthPlan is and our various departments

• Explain the difference between Unit Rate and Add-on Services

• Understand Service Coordination and how they will work with the Nursing Facility staff

• Obtain authorizations and file claims with Superior HealthPlan

Agenda

• Superior HealthPlan is a subsidiary of Centene Corporation located in St. Louis, MO.

• Superior HealthPlan has held a contract with HHSC since December 1999.

• Superior HealthPlan provides programs in various counties across the State of Texas. These programs include STAR, STAR+PLUS, CHIP, STAR Health (Foster Care), Medicare Advantage, Ambetter by Superior HealthPlan and STAR+PLUS Medicare-Medicaid Plan.

• Superior HealthPlan manages healthcare for over 900,000 Members across Texas.

Who is Superior HealthPlan?

• Nursing Facilities who offer services to our Members should be contracted with Superior HealthPlan.

• To get contracted, you must contact our Network Development department and request a contract.

• Visit www.superiorhealthplan.com, select “For Providers” and then “Network Participation”.

• Follow the instructions to submit a request. • For help, call 1-877-615-9399 x-22354

Contract with Superior HealthPlan

http://www.superiorhealthplan.com/

Mandatory PopulationAdults age 21 and older who:• Have a physical or mental disability and qualify for Supplemental Security

Income (SSI) benefits or for Medicaid because of low income• Qualify for Medicaid because they receive STAR+PLUS Home and

Community Based Services (HCBS) waiver services (formerly known as the CBA program)

Excluded Population• Children and young adults under age 21 receiving SSI or SSI-related

services living in a STAR+PLUS service area may choose to enroll in STAR+PLUS or remain in traditional Medicaid

• Residents in the Truman W. Smith Children’s Care Center and residents of the State’s Veteran's home

Nursing Facility Members

STAR+PLUS Members are always enrolled and disenrolled at the beginning of each month. The period begins on the 1st of each month.

Nursing Facilities should verify Member eligibility at the start of each month and before providing services.

How can eligibility be verified?

• Texas Medicaid “Your Texas Benefits” Card• Preferred-Superior HealthPlan Identification Card• Preferred-Superior HealthPlan secure provider web portal at:

www.superiorhealthplan.com• Preferred-Call the Member Hotline at 1-877-277-9772

Eligibility

•

Superior STAR+PLUS ID Card

• Members enrolled in STAR+PLUS only and who receive Medicaid only will show their PCP listed.

• Members enrolled in STAR+PLUS only and who receive Medicare and Medicaid will not list a PCP and will show “LTC benefits only” in the Primary Care Provider field.

Superior STAR+PLUS ID CardDallas Only



Superior STAR+PLUS ID CardMedicaid Rural Service Area



HHSC contracts with managed care organizations (MCO)/companies who are licensed by the Texas Department of Insurance to provide the services specified.

HHSC pays the MCO a monthly amount to coordinate health services for Medicaid clients enrolled in their health plan.

HHSC designs the benefit package and describes what services will be covered in the program. MCOs can offer additional benefits, referred to as value added services, but has to offer the full scope of services outlined in their contract with HHSC.

The health plans contract directly with doctors, hospitals and many other health care and service providers to create comprehensive provider networks.

What is managed care?

The program is designed to integrate the delivery of acute care and long-term services and supports (LTSS) through a managed care system, combining traditional health care (doctors visits) with long-term services and support, such as providing help in the home with daily living activities, home modifications and personal assistance.

Members, their families and Providers work together to coordinate Member’s health care, long-term care and community support services.

The main feature of the program is Service Coordination, which describes a special kind of care management used to coordinate all aspects of care for a Member.

What is STAR+PLUS?

• Is a special kind of care management used to coordinate all aspects of care for a Member.

• Utilizes a multidisciplinary approach in meeting Members’ needs.

• Is available to all STAR+PLUS and STAR+PLUS MMP Members.

• Nursing Facilities and their Superior residents will be assigned the same Superior Service Coordinator.

• Service Coordinators participate with the Member, their family or representative, the Nursing Facility staff, and other members of the interdisciplinary team to provide input for the development of the Nursing Facility plan of care.

Service Coordination-The cornerstone of STAR+PLUS

The Service Coordinator (SC) will partners with the Nursing Facility staff to ensure members’ care is holistically integrated and coordinated.

Service Coordinators will:– Quarterly Member visits (may be less for Hospice residents)– Participate in Nursing Facility care planning meetings– Assist with the collection of applied income, when necessary– Perform initial Member assessments within 30 days of notification, then at

90 days and quarterly thereafter to develop a plan of care for the Member to transition back into the community.

– Comprehensively reviewing the member's service plan, including the NF plan of care, at least annually, or when there is a significant change in condition.

This is not an all inclusive list. For a complete list of responsibility, please refer to the Nursing Facility Provider Manual.

Service Coordinator & Nursing Facility Staff

Nursing Facility staff will:– Invite the SC to provide input for the development of the NF care plan– Provide SC access to the facility, staff, and Member’s medical information

and records.– Notify the SC within one business day of admission or discharge to a

hospital or other acute facility, skilled bed, long-term services and supports provider, non-contracted bed, or another nursing or long-term care facility.

– Notify the SC within one business day of an adverse change in a member's physical or mental condition or environment that potentially leads to hospitalization.

– Notify the SC within one business day of an emergency room visit by a Member.

– Notifying the SC within 72 hours of a member's death.This is not an all inclusive list.

For a complete list of responsibility, please refer to the Nursing Facility Provider Manual.


• To notify Superior’s Service Coordinator, Nursing Facility staff must fill out the applicable areas of the Service Coordination Notification Form and fax it to the attention of your Service Coordinator at:

1-888-209-4584.• You can find a copy of this form on our website or contact

your Service Coordinator or Provider Relations Specialist. • Questions about Service Coordination, call them at:

1-877-277-9772.


• In November 2014, Nursing Facility residents received both introduction letters and enrollment packets from the State’s enrollment broker, Maximus.

• The packets included a welcome letter informing them of the change to STAR+PLUS, a yellow comparison chart that provided information of any value added services offered by each plan, an enrollment form, Provider Directory and an FAQ document to help answer their questions.

• Candidates were asked to make a selection by either mailing the form back, calling Maximus or visiting the website by February 11, 2015.

• If a candidate does not make their selection, they will be automatically enrolled into a health plan by Maximus and follow the HHSC default methodology.

How were Members enrolled?

Once a plan is selected, the state enrollment broker will send an enrollment file to the selected plan at the end of February for March’s enrollment. The file will list all of the Members that are enrolled on March 1, 2015.

At the end of each month, the state enrollment broker, Maximus, sends an enrollment file to each plan of all of the members enrolled with the plan the first of the following month.

Members can switch plans anytime. The change takes 15-45 days and are made through Maximus.

After a plan is selected...

Services, Benefits and Prior Authorizations

The Nursing Facility Unit Rate means the types of services included in the DADS daily rate for nursing facility providers, such as:

• room and board• medical supplies and equipment• personal needs items• social services• over –the-counter drugs

The Nursing Facility Unit Rate also includes applicable nursing facility rate enhancements and professional and general liability insurance. The Nursing Facility Unit Rate excludes Nursing Facility add-on services.Note: HHSC will authorize the daily rate. DADS will authorize and make the medical necessity determinations. Superior will not reassess or authorize services resulting from the MDS and covered under the Nursing Facility Unit Rate. Questions call THMP at 1-800-626-4117 Option 2.

Nursing Facility Unit Rate

• Applied Income (AI) means the portion of the earned and unearned income of the STAR+PLUS Member, or if applicable the Member and their spouse, that is paid under the Medicaid program to a Nursing Facility.

• It is the responsibility of the Nursing Facility to make reasonable efforts to collect AI, document those efforts and notify Superior’s Service Coordinator when two unsuccessful attempts in one month have been made to collect AI.

• Superior’s Service Coordinator will assist with the collection of AI from the Member.

Applied Income

• Prescriptions– All STAR+PLUS (non-duals) Members receive unlimited

prescriptions. Note: Members who receive Medicare as their primary insurance will continue to receive their prescriptions through their Medicare Part D.

• Value Added Services/Flexible Benefits– Superior offers added benefits beyond the traditional

Medicaid benefits. For a complete listing, refer to the STAR+PLUS Nursing Facility Member Handbook or visit www.superiorhealthplan.com.

Additional Benefits

Nursing Facility Add-on Services mean the types of services that are provided in the Facility setting by the Provider or another network provider and are outside of the Nursing Facility Unit Rate.

Add-on Services include but are not limited to: – Emergency dental services– Physician-ordered rehabilitative services (PT, OT, ST)– Customized power wheel chairs (CPWC)– Augmentative communication device (ACD)– Ventilator care*– Tracheostomy care*

Note: All add-on services require a prior authorizations with the exception of Ventilator and Tracheostomy care unless authorization request is for supplemental payment for Members 21 years of age and older only.

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Nursing Facility Add-on Services

Some common acute care services that require authorization are:• Hearing Aids• Orthotics/Prosthetics• Non-emergent ambulance transportation

For a full list of acute care services that require authorization, you can: 1. You can also call the Prior Authorization Department at 1-800-218-7508,

Monday through Friday, 8:00am-5:00pm local time and speak to a live agent.

Acute Care Services (non-duals only)

Superior is required to cover medically necessary non-emergency ambulance services when medically necessary and when ordered by a physician.

Non-emergency transport by ambulance can be provided:• to or from a scheduled medical appointment.• to or from a licensed facility for treatment.• to a member’s home after discharge when there is a medical condition

such that the use of an ambulance is the only appropriate means of transportation.

Non-emergent Ambulance Transport

All non-emergency ambulance transports require prior authorization.

How can you find a participating ambulance provider?• In-network ambulance providers can be found at

http://apps.superiorhealthplan.com/findadoc/legacy/selectProduct?busLine=TX and by using the Specialty search field.

How can you get a prior authorization?• Calling the Medical Management Department at 1-800-218-7508.• Faxing a request for prior authorization to 1-800-690-7030.• Faxing clinical information establishing medical necessity to 1-800-690-7030.• Submitting the request and clinical information through our secure web portal at

www.SuperiorHealthPlan.com.


http://apps.superiorhealthplan.com/findadoc/legacy/selectProduct?busLine=TX

Authorization TipsNursing facility providers must follow the steps below: • A physician or physician extender writes an order for non-emergency transport.• NF staff should contact Superior HealthPlan’s member services line, utilization

management department, or the assigned Service Coordinator to find an ambulance company that is in-network.

• The NF staff contacts the ambulance company to get their necessary information to complete the prior authorization form. Necessary information supplied by the ambulance company is limited to company name, fax number, NPI, and other business information.

• The ambulance provider will document the request was initiated by the NF staff and include name, time, and date.

• The NF must sign and submit the form to Superior for review along with documentation to support medical necessity.

• The ambulance company and NF will coordinate the scheduling of the appointment.


Approvals• Superior will provide an approval or denial letter for the prior

authorization to the requesting entity, as well as the ambulance provider.

• The ambulance provider is ultimately responsible for ensuring that a prior authorization has been obtained prior to transport; non-payment may result for services provided without a prior authorization or when the authorization request is denied.


Denials• Any service denied will have standard appeal rights for denials of

medical necessity.• Providers may follow the standard provider appeal process. • Members may also file an appeal.


• STAR+PLUS Medicaid Only:– Call the Prior Authorization Hotline at 1-800-218-7508,– Submit via the secure web portal at

www.superiorhealthplan.com, or– Fax the Prior Authorization Form to 1-800-690-7030

• Dual-Eligible Members (non-STAR+PLUS MMP):– Contact the Member’s Medicare carrier

Add-on and Acute Care Services Authorization Process


• Select ‘Medical Outpatient’ then ‘Therapy’ as the Service Type.

• Do not select ‘Rehab Inpatient’ as the Service Type.

• Authorization requests must be submitted for each type of therapy (i.e. physical, speech, or occupational).

Physician-ordered Rehabilitative Services (PT, OT, ST) Authorization Process

Do not select this option.

Select one of these appropriate options.

SHP_2015978

Claims Submissions

DUALSThese are members who receive both Medicare and Medicaid. Members may select a managed care Medicare plan and have Superior as their STAR+PLUS Medicaid plan. • Medicare is the primary payor for all acute care services (e.g. PCP, hospital,

outpatient services), skilled nursing facility (SNF) services and skilled nursing stay days 1-20 paid at 100% of the RUG.

• STAR+PLUS (Superior) covers Vent and Trach add-on services, is the primary payor for the co-insurance for the SNF Unit Rate for days 21 – 100 (if the stay meets qualifying hospital stay criteria and skillable needs) and add-on services, and is the primary payor for the NF Unit Rate starting day 101.

NON-DUALSMembers who have Medicaid only and are enrolled with Superior for their STAR+PLUS managed care plan.

• Covers acute care, add-on services and the NF Unit Rate.

What does Superior Pay for?

• Preferred Way to Submit Claims – Superior’s Web Portal, as claims will be received immediately by Superior.

• Nursing Facilities can also submit claims through TMHP’s portal, which will redirect to Superior.

• HHSC will set the prevailing rate for the date of service as found on their website.

• Nursing Facilities have within 365 days to submit the claims from the date of service.

• Superior will follow the clean claim criteria used by DADS.• Superior HealthPlan has 10 days to pay clean claims from the date of

submission.• All rate adjustments will be processed no later than 30 days after the

receipt of the HHSC rate notification.

Nursing Facility Unit Rate


• Nursing Facilities can also submit claims through TMHP’s portal, which will redirect to Superior.

• Nursing Facilities have to submit the claims within 95 days from the date of service.

• Superior will follow the clean claim criteria used by DADS.• Superior HealthPlan has 30 days to pay clean claims from the date of

submission.• Nursing Facilities may submit claims for NF add-on physician-ordered

therapies on behalf of employed or contracted therapy providers. • Add-on Therapy claims must be submitted separately from the NF Unit

Rate Claims.• DME add-on providers must submit claims directly to Superior. Emergency

Dental claims must be submitted to dental carrier.

Add-on Services


• Acute Care-Providers have 95 days from the date of service to submit their claims.• Superior will follow the clean claim criteria as set by TMHP billing guidelines.• Superior HealthPlan has 30 days to pay clean claims from the date of submission.• Alternative ways of filing acute care claims include: Through a clearinghouse or on the red

and white paper claim. – For a list of preferred clearing houses, visit our website. – For 1st time paper claims, mail them to:

– Superior HealthPlanAttn: ClaimsP.O. Box 3003Farmington, MO 63640-3803

• 24(I) Qualifier ZZ, 24J(a) Taxonomy Code, 24J(b) NPI are all required when billing Superiorclaims.

Acute Care & Add-on Services

• Details on required coding for claims submission can be found on the LTC Bill Code Crosswalk.

• This document updates periodically. For the most current LTC Bill Code Crosswalk visit:https://hhs.texas.gov/sites/hhs/files/documents/services/health/medicaid-chip/programs/carved-in-carved-out-services.pdf

Bill Code Crosswalk

https://hhs.texas.gov/sites/hhs/files/documents/services/health/medicaid-chip/programs/carved-in-carved-out-services.pdf

• Nursing Facility identification requirements remain in effect– Nursing Facilities must be contracted, certified, and licensed by DADS to submit

claims.– For Contracting with Superior, you MUST use your valid DADS contract number,

vendor number and NPI. – When Billing to Superior, you must use your valid tax identification number and NPI.

• Valid Attending Provider NPI, TIN and Principle Diagnosis Code are required when submitting claims

– Entry of invalid format for the National Provider Identifier (NPI), Tax Identification Number (TIN), or Principle Diagnosis Code on a claim may result in rejection or denial from Superior.

• Questions for TexMedConnect Portal Contact:– 1-800-626-4117, Option 1

Nursing Facility Billing Reminders

• Some of the reasons a claim may require an adjustment are due to changes in:

– Nursing Facility Daily Rates– Provider Contracts– Service Authorizations

• In each of these instances, Superior will automatically re-adjudicate claims affected by the change. Payment will be made within 30 days from receipt of the adjustment reason.

• There will be times when a claim gets adjusted and the claim denies. In these cases, the provider will need to submit a corrected claim. These will not be automatically adjusted.

Auto Adjusted Claims

‒ Applied Income‒ Level of Service (RUG)

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If a provider wants to adjust/correct a claim or submit a claim appeal, these must bereceived within 120 days from the date of notification or denial.

• Adjusted or Corrected Claim – The Provider is changing the original claim.Correction to a prior- finalized claim that was in need of correction as a result ofa denied or paid claim.

• Claim Appeals – Often require additional information from the Provider.‒ Request for Reconsideration: Provider disagrees with the original claim

outcome (payment amount, denial reason, etc.).

‒ Claim Dispute: Provider disagrees with the outcome of the Request forReconsideration.

Both can be submitted via the web portal or through paper. Paper claims require a Superior Corrected Claim or Claim Appeal form. Find them under Resources at www.SuperiorHealthPlan.com.

Claim Adjustments, Disputes & Reconsiderations

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• Must reference original claim # from EOP• Must be submitted within 120 days of adjudication paid date• Resubmission of claims can be done via your clearinghouse or through

Superior’s web portal.‒ To send both individual and batch claim adjustments via a clearinghouse, you

must provide the following information to your billing company: the CLM05-3must be “7” and in the 2300 loop a REF *F8* must be sent with the original claimnumber (or the claim will reject)

‒ For batch adjustments, upload this file to your clearinghouse or through Superior’s web portal

‒ To send individual claim adjustments through the web portal, log-in to your account, select claim and then the Correct Claim button

• Corrected or adjusted paper claims can also be submitted to:Superior HealthPlanAttn: ClaimsP.O. Box 3003Farmington, MO 63640-3803

Corrected Claims Filing

• There may be occasions in which a Nursing Facility will need to resubmit/submit a corrected claim, if they billed incorrectly. These claims will not auto adjust. Nursing Facilities should submit a corrected claim, if:– Billed across multiple months i.e. 2/15-3/15– Billed for days spans that include unauthorized days, i.e. SAS approves 3/5-

3/31 provider bills 3/1-3/31– Billed for days when the member is in an acute care facility– Billed for days that span across multiple years i.e. 12/31/2015 - 1/5/2016– Billed for Medicare coinsurance days when non-Medicare days are

authorized– Billed for non-Medicare days when only Medicare coinsurance days are

authorized

Corrected Claims Filing

• Submit appeal within 120 days from the date of adjudication or denial.

• Claims appeals may be submitted one of two ways: – In writing:

Superior HealthPlan Attn: Claims AppealsP.O. Box 3000Farmington, MO 63640-3800

– Or through the secure web portal.• At this time, batch adjustments are not an option via the SHP secure portal

• Attach & complete the claim appeal form from the website.

• Include sufficient documentation to support appeal.

• Include copy of UB04 or CMS1500 (corrected or original) or EOP copy with claim # identified.

Appealing Denied Claims

Examples of supporting documentation may include but are not limited to:

• A copy of the SHP EOP (required)• A letter from the provider stating why they feel the claim payment is

incorrect (required)• A copy of the original claim• An EOP from another insurance company• Documentation of eligibility verification such as copy of ID card, TMBC,

TMHP documentation, call log, etc.• Overnight or certified mail receipt as proof of timely filing• Centene EDI acceptance reports showing the claim was accepted by

Superior• Prior authorization number and/or form or fax

Appeals Documentation

• Any other insurance, including Medicare, is always primary to Medicaid coverage.

• If a Member has other insurance, you must submit your claim to the primary insurance for consideration first.

• For duals, if the Member is admitted under the 3-day hospital stay criteria and has a skillable need then days 0-20 are billed directly to Medicare, use Revenue Code 100. Then, bill with Revenue Code 101 for days 21 – 100. Starting day 101, the claim should be billed with Revenue Code 100.

• For Superior payment consideration, file the claim with a copy of the EOB, EOP or rejection letter from the other insurance.

Coordination of Benefits

• If this information is not sent with an initial claim filed for a Member with other insurance, the claim will pend and/or deny until this information is received.

• Preferred way to submit is through Superior’s web portal. You cannot send through TMHP’s web portal. It does not allow for attachments. You may also submit via a paper claim to Superior.

Note: If a Member has more than one primary insurance, then Medicaid would be the third payor. These claims must be submitted on paper.


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Secure Provider Web Portal- Submitting Claims

Superior HealthPlan is committed to providing you with all of the tools, resources and support you need to be make your business transactions with Superior as smooth as possible. One of the most valuable tools is our web portal. Once you are registered you get access to the full site.Secure site:• It is secure. • It provides up-to-date member eligibility and Service Coordinator assignment.• It has a secure claim submission portal you can submit claims for FREE!• It provides a claim wizard tool that walks you through filling in a claim to submit on-line.• It provides claim status and payment information.• It allows you to check the status of an authorization.Public Site:• It contains our Provider Directory and on-line lookup.• It has a map where you could easily identify the office of the field Provider Network

Specialist assigned to you.• It contains an archive of newsletters, bulletins, the Provider Manual, and link to important

sites to keep you up to date on any new changes that may affect you.

Superior Web Portal & Website

• A user account is required to access theProvider Secure area.

• If you do not have a user account, clickRegister to completethe 4-step registrationprocess.

https://provider.Superiorhealthplan.com/sso/login

Registration

https://provider.superiorhealthplan.com/sso/login

Create Recurring UB-04 Claims

Select Nursing Daily Rate


Select Your Service Location


• Click on View Your Member List. Member Lists only need to be created once during your first time using the Multiple Claims Wizard.

• Enter Member ID or Last Name and Birthdate. Member ID is the Medicaid ID on the Member ID card. Delete


• Once Members are added, you’ll be alerted with a Members Added remark at the top of the list.

• Members are listed in alphabetic order by last name.

• If you can’t find a Member, check that the ID and birthdate were entered correctly.

=Create Recurring UB-04 Claims

Create claim(s) by selecting the appropriate member(s) from Member List.

For each member selected enter the:• Bill Type • First date of service (DOS Start)• Last date of service (DOS End)• Rev Code (Revenue Code)• Serv Units (days or service units)

‒ Note: Serv Units must match the total number of days

• Total Charges

After entering all the required information, click Create Claim(s). Click on X under Action to delete the claim.

=Create Recurring UB-04 Claims

• You can review claims prior to submitting.

• To review click on the eye. You can review the claim or change some of the fields pre-coded for you. Some fields may not allow you to edit. If those fields need to be changed you will need to delete the claim and start over.

• You can click on the X to delete claim.



After all the claims have been reviewed for accuracy, select “I certify that these claims are accurate” and click Submit Claims.


• Click Print to print a copy of the claims submitted including the Web Reference#.

• Click Submit More Claims to request a new template or move on to other functions.

From the navigation menu select:

Claims at the top of the landing page

Then select Create Claim

Create Professional Claims

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• Enter the Member’s Medicaid ID or Last Name and Birthdate

• Click the Find button


• Choose a Claim Type

• Select Professional Claim


General InformationRequired Fields: Patient Account Number Diagnosis Codes

Enter other pertinent information for the claim as necessary.

Use any of the field tabs to get details for what information should be entered.


Use the Add Coordination of Benefits button to include primary insurance information when applicable.

New fields will appear to enter the Carrier Type and the Primary Insurance Policy Number.

***If the member has more than one primary insurance (Medicaid would be the 3rd payer) the claim cannot be submitted via the Web***


The Primary Insurance and Service Line Denial Reasons fields will be present when Coordination of Benefits is selected at step one. Complete based on the primary insurance EOP.


The Primary Insurance fields perform a calculation to help ensure accuracy when billing.

Deductible + Copay + Co-Insurance + Amount Paid = Amount Allowable


Service Line Denial Reasons are used to indicate instances where the Amount Allowed is less than the Charges. These can be indicated using the drop down menu and entering the denied amount.

Add Denied Reason must be clicked to include the Denied Category and Denied Amount.

A new line will be created when the Denied Category has been successfully added to the service line.


Final Calculations: Total of the Amount Allowed and Denied Amount must equal the Charges.

***Denied Category and Denied Amount are not required and can be left blank when appropriate***

Referring and Rendering Provider

Enter pertinent provider information for Referring and Rendering Provider.

***Only enter Rendering Provider information if it is not the same as Billing Provider information***

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• In the Billing Provider section, enter the required information. Under Service Facility Location, enter the necessary information or click Same as Billing Provider toautomatically copy the billing provider information into the service facility fields.

Billing Provider Section

Attachments

Add attachments, if applicable. Browse for the document, select an Attachment Type, and then Attach. If there are no attachments, click Next.

***There is an attachment upload limit of 5MB***

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Review to ensure thatall information iscorrect.

• If information is incorrect, click Previous Step tomove to the section thatneeds changes and change the informationwithin the section

• If all information is correct, click Submit Claim and theclaim will be transmitted. A “Claim Submitted” confirmation will bedisplayed

Review & Submit

Take note of the Web Reference Number, which may be used to identifythe claim while using the View Web Claim feature. The Web ReferenceNumber may also be useful in discussing a claim with your Provider Services Representative.

Claim Submitted Successfully!

Claims status could be viewed on claimsthat have been sent EDI, Paper or Web portal

Checking Claim Status

Claims Audit Tool

Select the Claims Audit Tool.

Click Submit to enter the Clear Claim Connection page.

Claims Audit Tool

Test claim coding by entering core information to be audited before submitting the live claim.

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Superior HealthPlan Departments- We Can Help You!

The Member Services staff can help you with:

• Verifying eligibility• Reviewing Member benefits• Assist with non-compliant Members• Help find additional local community resources

You can contact them Monday through Friday, 8:00 a.m. to 5:00 p.m. local time.

1-877-277-9772

Member Services

The Provider Services staff can help you with:

• Questions on claim status and payments• Assisting with claims appeals and corrections• Finding Superior Network Providers• Locating your Service Coordinator and Provider Relations Representative

For claims related questions, be sure to have your claim number, TIN, and other pertinent information available as HIPAA validation will occur.

You can contact them Monday through Friday, 8:00 a.m. to 5:00 p.m. local time.

1-877-391-5921

Provider Services

Identifying a Superior Claim Number

Superior HealthPlan assigns claim numbers (aka Claim Control Number or Submission ID) for each claim received. Each time Superior sends any correspondence regarding a claim, the claim number is included in the communication.

When calling into Provider Services, please have your claim number ready for expedited handling.

• EDI Rejection/Acceptance reports• Rejection Letters*• Web portal• Explanation of Payments (EOP)

*Remember that rejected claims have never made it through Superior’s claims system for processing. The submission ID that is provided on the Rejection Letter is a claim image number that helps us retrieve a scanned image of the rejected claim.

Where do I find a Claim Number?

There are two ways of submitting your claims to Superior:

• Electronic – Web Portal or EDI via a clearing house• Paper –Mailed to our processing center

If your submission is electronic your response to your submission is viewable via an EDI rejection/acceptance report, rejection letters, Superior Web Portal and EOPs.

If your submission is paper your response to your submission is viewable via rejection letters, Superior Web Portal and EOPs.

Note: On all correspondence, please reference either the ‘Claim Number’, ‘Control Number’, or ‘Submission ID’.

Where do I find a Claim Number?

Examples:

Payment History via Web Portal (EOP)

EDI Reports

Field Provider Relations

Field staff are here to assist you with:

• Face-to-face orientations• Face-to-face web portal training• Office visits to review ongoing claim trends• Office visits to review quality performance reports• Provider trainings

You can also find a map that can assist you with identifying the field office you can call to get in touch with your Provider Relations Specialist on our website.

Superior HealthPlan offers targeted billing presentations depending on the type of services you provide and bill for. For example, LTSS Billing, Electronic Visit Verification (EVV), and General Billing Clinics. We also offer product specific training on STAR+PLUS, MMP and STAR/CHIP.

You can find the schedule for all of the training presentations on our website at www.superiorhealthplan.com in the Provider Resources section.

We encourage you to come join us!

Provider Training


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Superior requires complaints to be submitted in writing. The website contains acomplaint form that can be completed and submitted online or printed,completed and faxed or mailed to Superior for resolution response:

• Address:Superior HealthPlan5900 E. Ben White Blvd.Austin, Texas 78741ATTN: Complaint Department

• Fax number: 1-866-683-5369• Website Links:

– http://www.SuperiorHealthPlan.com/contact-us/complaint-hotline/complaint-form/(submit online)

– http://www.superiorhealthplan.com/files/2014/10/Provider_Complaint_Form_10282014.pdf(form)

Complaints

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Health Insurance Portability Accountability Act (HIPAA) of 1996• Providers and Contractors are required to comply with HIPAA

guidelines http://www.hhs.gov/ocr/privacy.

Fraud, Abuse and Waste (Claims/Eligibility)• Providers and Contractors are all required to comply with State and

Federal provisions that are set forth.

• To report Fraud, Waste and Abuse, call the numbers listed below:‒ Texas Office of Inspector General (TX-OIG) Fraud Hotline: 1-800-436-6184‒ Texas Attorney General Medicaid Fraud Control Hotline: 1-888-662-4328‒ Superior HealthPlan Fraud Hotline: 1-866-685-8664

Compliance

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QuestionsAnd

Answers

We are committed to assisting all of our network providers & Nursing Facilities in making the transition as easy as possible. By now you are able to:

• Identify who Superior HealthPlan is and our various departments

• Explain the difference between Unit Rate and Add-on Services• Understand Service Coordination and how the Service

Coordinator will work with the Nursing Facility staff• Obtain authorizations and file claims with Superior HealthPlan

Let us know what we can do to help.Thank you for attending!

In conclusion...

Nursing Facility Provider Training · • Nursing Facilities and their Superior residents will be assigned the same Superior Service Coordinator. • Service Coordinators participate

Documents